GetFeedback

NOVEMBER 4, 2019

When you listen to your customers effectively, you can prioritize action items and showcase the impact customer feedback has on the bottom line. . To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class.

B2B 150

B2B Multi-Channel Net Promoter Score NPS 150

Waypoint Group

SEPTEMBER 8, 2022

The key is to get customers to WANT to give you feedback. True, you could offer “artificial” incentives like gift cards and the like, for which we’ve seen marginal boosts in customer participation in the realm of an additional 5% or so, but the best way to get something good is to put something good into it.

B2B 52

B2B Feedback Net Promoter Score NPS 52

Waypoint Group

SEPTEMBER 8, 2022

The key is to get customers to WANT to give you feedback. True, you could offer “artificial” incentives like gift cards and the like, for which we’ve seen marginal boosts in customer participation in the realm of an additional 5% or so, but the best way to get something good is to put something good into it.

B2B 52

B2B Feedback Net Promoter Score NPS 52

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. You’re overwhelmed with a flood of amorphous feedback that leads you nowhere fast.

B2B 83

B2B Net Promoter Score Social Media NPS 83

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Experience B2C Social Media 52

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. This confirms that quality customer service and brand recognition go hand in hand.

B2B 52

B2B 2026 Financial Customer Centricity 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

InMoment XI

JANUARY 10, 2023

This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . How can that data be used to trigger a request for feedback? In what customer experience management platform? In what customer experience management platform?

Customer Experience 324

Customer Experience Management Touchpoint Net Promoter Score 324

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback.

B2B 62

B2B Customer Success Customer Centricity Voice of Customer 62

ijgolding

NOVEMBER 13, 2018

Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure. WHY VOC WORKS WELL FOR B2B. DEPLOYING VOC IN A B2B ENVIRONMENT.

B2B 74

B2B B2C Automotive 2020 74

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Stay tuned for part 2 of this article: Organizational Adoption of Customer Experience Excellence.

Voice of Customer 67

Voice of Customer Customer Experience Sports Workshop 67

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. Make Customer Experience a Priority . The first and most important best practice for B2B sales organisations when it comes to customer experience is actually making it a priority.

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. appeared first on Waypoint Group.

B2C 40

B2C B2B Feedback Customer Engagement 40

Waypoint Group

NOVEMBER 6, 2015

In “real life” if you have 1 happy customer and 1 unhappy customer, do you average them together to end up with a single “neutral” customer? Yet this sort of feedback analysis happens all the time. Ensure your analysis of feedback data is organized the same way the company goes to market. Let’s take a step back.

B2B 49

B2B Feedback Net Promoter Score Financial 49

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Checking in on customer service objectives? This is a guest blog post by Gaetano DiNardi from Nextiva.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

ERDM

APRIL 16, 2020

B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers. Recent Voice of Customer (VoC) research conducted by my company, ERDM Corp., Also important: Think customer-first.

B2B 59

B2B Marketing Connections Customers 59

ERDM

APRIL 16, 2020

B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers. Recent Voice of Customer (VoC) research conducted by my company, ERDM Corp., Also important: Think customer-first.

B2B 52

B2B Marketing Connections Customers 52

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. Too often, brands in this space rely on archaic methods, instead of reading the changing tides of the B2B industry. What’s changed among B2B buyers?

B2B 59

B2B B2C Transportation Voice of Customer 59

Customer Bliss

NOVEMBER 7, 2017

Ross and his team addressed these boulders by forming councils to vet ideas and customers feedback as a sounding board. They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way. Don’t just try to “whack-a-mole” each little project.

B2C 111

B2C Leadership B2B Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

Ross and his team addressed these boulders by forming councils to vet ideas and customers feedback as a sounding board. They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way. Don’t just try to “whack-a-mole” each little project.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

Waypoint Group

AUGUST 30, 2017

The post CX and CS: Both are Required to Drive B2B Retention and Expansion appeared first on Waypoint Group.

B2B 40

B2B Voice of Customer Customer Success Feedback 40

Totango

JANUARY 23, 2020

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Set and Celebrate Goals.

Management 106

Management B2B Seminar ROI 106

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. See the full B2B CXM series.

B2B 54

B2B Customer Experience Customer Centricity 2013 54

Waypoint Group

MAY 17, 2018

I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and generally characterized by relationships more than transactions. NPS can be quite controversial. So if not “recommend” then what in its place?

NPS 40

NPS B2B Net Promoter Score Touchpoint 40

SmartKarrot

AUGUST 19, 2022

Customer feedback is imperative to the success of a business. With the increased adoption of social media, it has become increasingly simple for companies to collect customer feedback using tools such as Facebook or Twitter. It is no secret that collecting customer feedback can hugely impact your business.

Voice of Customer 10

Voice of Customer Feedback Social Media Customers 10

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. not responding to feedback requests or joint account planning processes). Get customers to provide feedback!

NPS 40

NPS Financial B2B Feedback 40

Waypoint Group

DECEMBER 15, 2015

Humanity’s VP of Client Services, Paul Piazza, reached out to Waypoint Group to leverage B2B customer feedback in a way that would help his team better understand what customers really want and need from their product. The post Does Your B2B Feedback Program Save 46 Accounts in 3 Months?

B2B 40

B2B Feedback ROI Innovation 40

PeopleMetrics

MARCH 25, 2022

This approach requires less commitment from busy members and can yield extremely helpful continuous feedback. What kinds of businesses create customer advisory boards? creating a customer advisory board to collect customer insights. Any business that operates in a niche market with relatively small pools of customers.

Roadmap 118

Roadmap Feedback B2B Interaction 118

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. By listening to the Voice of the Customer (VoC).

Feedback 53

Feedback Net Promoter Score NPS 2014 53

Waypoint Group

JULY 28, 2016

As the leader of a B2B company, you want to see your growth indicators going off the charts. The post 5 Ways B2B Companies Can Accelerate Growth appeared first on Waypoint Group. You’re always looking for a way to do more, better, with less. The question is, “How?”

B2B 40

B2B Feedback Voice of Customer Customer Engagement 40

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. Enjoy the show!

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

Daniel Group

APRIL 5, 2023

Trish Reed: Well, I think first, if you go back to that vision 2025, I thought one, what really helped us get there was the IC Bus dealers that were on the vision committee were very adamant and very, I think, committed to the fact we needed to do something different with getting voice of customer, right? So let’s forward.”

Interaction 98

Interaction 2025 Voice of Customer Financial 98

Waypoint Group

APRIL 13, 2022

You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? Do you have the expertise to design your feedback program essentially via self-service, or how is your vendor/provider going to assist with best practices?

NPS 40

NPS Feedback Net Promoter Score ROI 40

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. Only 32 percent of those surveyed say they have the resources, skills, and tools they need to provide the experiences B2B customers require.

B2B 40

B2B Customer Experience B2C ROI 40

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40